Principal Customer Success Manager, Strategic

Working at Atlassian

Atlassians can choose where they work whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

• Develop trusted advisor relationships with customers at the C-suite and executive level.
• Guide customers and Atlassian Account Team to develop customer Success Plans, including regular check-ins and QBRs.
• Engage with customers to unlock early and sustained product adoption and success with Atlassian Solutions.
• Mitigate churn through early risk identification and intervention in partnership with the account team.
• Collaborate internally across product, sales, support, and marketing to facilitate a seamless customer experience.
• Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.

• Proven experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Understanding of common Jira and Confluence end-user use cases and ways of working, with the ability to demonstrate those use cases and understanding of configuration trade-offs.
• Collaborate internally across product, sales, support, and marketing to facilitate a smooth customer experience.
• Experience balancing a book of business in a customer-facing environment.
• Problem-solving skills and a customer-centric mindset.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

Client-provided location(s): London, United Kingdom, Flexible / Remote, Paris, France, Munich, Germany, Amsterdam, Netherlands

Job ID: Atlassian-22116

Employment Type: OTHER

Posted: 2025-09-01T19:10:47